Consumer Research
Customer Satisfaction
As the marketplace becomes ever more competitive, retaining and increasing a satisfied and loyal customer base is the ultimate aim of any service organisation. Customer satisfaction research has become an essential business tool, enabling organisations to better understand their customers, identify those elements of the offering which are of greatest importance to them, and focus efforts on these elements to ensure maximum impact.
Customer satisfaction is a key specialism of ORC International and we have experience across a range of consumer sectors. Every client has different requirements and we tailor our approaches accordingly. We undertake customer satisfaction research on a continuous or ad hoc basis and can advise on the most appropriate and cost-effective methodology, be it face to face, telephone, online, self completion or a mix. Our dynamic project management and reporting solutions provide fast turnaround and flexible access to the results.
Our tailor made approach is based on the following principles:
- using qualitative research and other sources to ensure the correct measures are included
- A range of data collection methods to ensure data is collected as soon as possible after the customer experience
- Use of technology to deliver faster feedback – enabling tactical and strategic decisions to be taken quickly and effectively
- Key Driver Analysis to identify what is important to customers
- Benchmarking your results against other private sector organisations link
- The potential to maximise the learnings from your customer satisfaction data by complementing it with mystery assessment or linking it to employee
satisfaction
Our customer satisfaction research is goes far beyond the collection of data. Our researchers aim not just to find out what your customers think, but also to help your organisation improve satisfaction and business performance.
Click here to contact the Consumer team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
